Refund Policy

Last updated: 16 October 2025

At Metanoia Ops, we stand behind the quality of our work and aim for absolute client satisfaction. This Refund Policy outlines the terms under which refunds are provided for different service types.

1. Custom project-based work

Full refund available

• Clients may request a full refund at any point before the final handover of deliverables
• No questions asked — we want you to feel confident in our collaboration

Refund void conditions

• Refund eligibility is voided if the Client discontinues communication for 2 weeks or longer without explanation
• This protects against situations where we have completed substantial work but cannot reach the Client for feedback or approval

Partial refunds

• If significant work has been completed and the Client requests early termination, a partial refund may be negotiated based on work delivered
• We prioritize good-faith collaboration and fair compensation for both parties

Process

• Email your refund request to krystof@metanoia-ops.com
• We will process the refund within 7 business days
• Refunds are issued via the original payment method (Stripe)

2. Retainers & hourly packages

Validity period

• Purchased hours are valid for 6 calendar months from the date of purchase
• Unused hours expire after this period and are non-refundable

Early refunds

• Refunds for unused hours may be considered on a case-by-case basis before the expiration date
• Contact us at krystof@metanoia-ops.com to discuss your situation

No refunds after expiration

• Once the 6-month validity period ends, unused hours cannot be refunded or extended

3. Offers under EUR 1,000 (setup calls, templates, quick-win packages)

No standard refunds

• Due to the immediate delivery and low price point, these services are non-refundable after delivery

Exception

• If the service was not delivered as described, or a technical issue prevented delivery, contact us for a resolution

4. Promotional offers

Promotional campaigns (for example, Discovery Sessions with “win your money back” guarantees) are governed by specific promotion terms. Those terms supersede this general Refund Policy.

Example promotion conditions

• Attend the full session and provide feedback
• Upon completing the conditions, choose between a full refund, or applying the session fee toward a larger implementation package

Promotion terms will be clearly stated at the time of purchase.

5. Non-refundable situations

Refunds are not provided in the following cases:

• Completed deliverables: once the final handover is complete and deliverables are accepted, the project is considered closed
• Client non-engagement: if the Client fails to respond to communication for 2+ weeks, refund eligibility is voided (as outlined in Section 1)
• Third-party platform limitations: we are not responsible for issues caused by Notion, Stripe, or other third-party platforms (e.g. outages, feature changes), and refunds are not provided for platform-related issues beyond our control
• Change of mind (hourly packages): hourly packages are non-refundable after the validity period expires

6. Refund process

How to request a refund

Email krystof@metanoia-ops.com and include:

• Your name and project or package details
• Reason for the refund request
• Original payment receipt, if available

Processing time

• Refunds are processed within 7 business days of approval
• Refunds are issued to the original payment method via Stripe
• Bank processing may take an additional 5–10 business days

You will receive an email confirmation once the refund is issued.

7. Disputes & good-faith resolution

• We prioritize client satisfaction and open communication
• If you are unhappy with our services, let us talk before you request a refund — many issues can be resolved through collaboration
• If a refund dispute cannot be resolved directly, both parties agree to attempt mediation before pursuing legal action
• Disputes are governed by Czech law

8. Contact information